Publications

Here you'll find all our publications, reports, determinations and statements. 
Clear filters

Experiences of Passenger Assist research report 2018-19

29 January 2020
We commissioned research from Breaking Blue to support our ongoing compliance monitoring of Passenger Assist by individual train companies and build on the wider body of evidence about how well Passenger Assist is meeting user needs and expectations, the results of which are set out in this report.

Report following railway power disruption on 9 August 2019

3 January 2020
On Friday 9 August 2019, there was a widespread disruption on the railway due to electrical power disruption. Services were affected with cancellations and delays. Following an initial investigation, ORR made some findings which are detailed in this report.

Changes to complaints handling

29 July 2019
We have published the results of research which reviews complaints handling in regulated sectors which have an ombudsman.

ORR's advice to the Williams Rail Review

26 July 2019
This document is the Office of Rail and Road's submission to The Williams Rail Review. It is in response to a request from Mr Williams, made in February 2019 at the annual Bradshaw address.

Passengers' awareness of terms and conditions

26 March 2019
We commissioned quantitative and focus group research to explore passengers’ awareness of terms and conditions, both in general when travelling by train on the national rail network (the National Rail Conditions of Travel - NRCoT) and specific to ticket type and format.

Inquiry into May 2018 network disruption

14 February 2019
In May 2018, a new timetable was introduced for large parts of the UK’s railway network. This caused major disruption to services for passengers, especially in the North of England and in the South East.

Improving Assisted Travel: a consultation

30 April 2018
We have published a summary of those responses, and set out the steps we will take to strengthen the arrangements for Assisted Travel, including a review of the 2009 DPPP Guidance.

Ticket machines

28 March 2018
Ticket machines (TVMs) are designed to allow rail passengers to make quick and easy ticket purchases at the station, rather than using ticket offices. It’s a popular method, with around a third of passengers using a TVM to buy their tickets.

Rail compensation

20 December 2016
When passengers are delayed beyond a certain length of time they become entitled to claim compensation, regardless of whether the company they are travelling with is responsible for the delay they have experienced.

Call for evidence on passenger compensation

15 January 2016
The purpose of this letter was to invite interested parties to submit evidence that may support ORR’s enquiries into the issues raised in the super-complaint made by Which? regarding rail passenger compensation.

Retail market review conclusions

7 September 2015
ORR’s Retail Market Review focused on who sells tickets, what tickets are sold, where and how tickets are sold, and the ticket format. We considered this from the point of view of the industry rules and practices that govern how all retailers (train operating companies (TOCs) and third party retailers) sell tickets.

Buying a train ticket

19 March 2015
Information to help you understand the differences between rail tickets, why these might be important to you, and some other hints and tips.